We are hiring a CRM Lead for a growing D2C mattress and sleep-solutions brand selling mattresses, toppers, pillows, bedsheets and comforters across Amazon, Flipkart and its own channels. You will own customer experience end to end and lead a high-performing customer care team.

Role Purpose

Own the complete customer care function: every query, complaint, return, review and escalation, resolved on time and done right.

Key Responsibilities

Customer Experience & Resolution

- Own end-to-end resolution of customer queries and complaints within defined TAT
- Manage complete call management: inbound, outbound, call flow and callbacks
- Handle social media escalations and critical complaints with speed and ownership

Ratings & Reviews
- Own product ratings and reviews across Amazon, Flipkart and other channels
- Monitor, respond to and resolve negative reviews; drive rating improvement

Returns, Exchange & Retention
- Take end-to-end ownership of returns and exchanges
- Drive customer retention through effective save conversations and solution offers
- Capture return reasons accurately and share Voice of Customer (VOC)



insights with product and operations teams

Quality & Training
- Monitor and audit call quality; give structured feedback
- Train new and existing callers on product knowledge, process and soft skills

Team Leadership & Discipline
- Run daily cadence: huddles, backlog review, SLA tracking and reporting
- Maintain work discipline, attendance and productivity across the team
- Balance workload among team members; motivate and coach them to achieve KPIs

What We're Looking For
- 2-4 years of experience in customer care / CRM, with team-handling exposure
- Preference for candidates from mattress, furniture, home decor or D2C consumer durable brands
- Hands-on experience with marketplace customer handling (Amazon / Flipkart)
- Robust command of KPIs: CSAT, FCR, TAT, call quality, retention
- Working knowledge of CRM/ticketing tools and Excel / Google Sheets
- Excellent communication in English and Hindi
- Ownership mindset, calm under pressure, people-first leader

Location: Gurugram (Work from Office)

📌 Customer Relationship Management Lead (Gurugram)
🏢 GrowthJockey
📍 Gurugram